Using labels on your help center articles

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47 Comments

  • Dane
    Zendesk Engineering
    HI Elizabeth,
     
    You can add or remove labels on individual articles. Hence, you can freely experiment on the labels you want to use on articles.
     
    @Cassie,
     
    As it turns out, partial matches on labels is not supported. It should be an exact match for the labeled article.
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  • Elizabeth Brown

    Hi Dane, 

    Thanks for the check in.

    I'm after deleting labels, as in removing them entirely from Zendesk.

    I set up some test labels, and can't find a way to remove them. Our translation firm was asking if they needed translating. I wanted to avoid incurring accidental costs by removing the labels we're not using anyway.

    Can you advise on how to remove labels which are not in use, aka deleting them?

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  • Dougal Martin

    Do labels only work with words? I'm trying to use numbers in labels to drive internal KB searches and they don't return any articles.

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  • Dane
    Zendesk Engineering
    Hi Elizabeth,
     
    Whenever you remove all the labels in your article it's as good as deleting them. It will no longer auto populate when a match has been added. 
     

     
    In addition, you can also use the Delete Label API to delete it. 
     
    DELETE /api/v2/help_center/articles/labels/{label_id}
     
    @Dougal,
     
    Yes, you can use alphabetical or numerical values and even a combination of both. Just take note that it does not support partial matches. It should be an exact match.
     
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  • Elizabeth Brown

    Hey Dane,

    Appreciate the followup. Good to know that when they're not in use, they're effectively invisible and don't influence search results.

    It was the deleting step I was after. Thanks for clarifying.

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    0
  • Dane
    Zendesk Engineering
    Hi Vinit,
     
    I have noticed that a ticket has already been submitted regarding this concern. Please wait for the update from one of our Advocates. Please remember to not include personal information like emails when posting in our Community.
    1
  • Raymond

    Hi Zendesk,

    Firstly, I would like to thank you for the great article. Does the labeling feature on Zendesk support the space character? For example,  would I be able to add the label "patch notes" or would I have add the label as "patchnotes" or "patch_notes"

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  • Dave Dyson
    Zendesk Community Manager
    Hi Raymond, thanks for the compliment (I'll pass it along to our documentation team) and welcome to the community! Yes, labels can be multiple-world phrases with spaces, as shown in this screen shot in the above article (bubble wrap);

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  • Raymond

    Hi Dave Dyson,

    Thank you for letting me know! I have one more follow-up question our chatbot does not recognize the phrase "path notes" but it does recognize "path%notes" and pull up the relevant KB article. I was wondering what may be causing this and if it is possible to fix this.

     

    PS: Feel free to remove this comment if it is outside the scope of this community forum.

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  • Dave Dyson
    Zendesk Community Manager
    Hey Raymond - what chatbot are you using?
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  • Raymond

    Hi Dave Dyson

    Firstly, I would like to apologize for the delayed reply. The web widget that we are using employs messaging and flow builder. Please let me know if you require more information

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  • Dane
    Zendesk Engineering
    Hi Raymond,
     
    It seems that a ticket has already been submitted for this concern. 
     
    Just in case you are still experiencing na unexpected behavior, please reply to the email that was sent by our Advocate and we'll look into it further.
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  • Shima C.

    There's a tip in this article on "Using labels" that says: "You can add a maximum of 50 labels." However I have several articles in our help center that have more than 50 labels. Can this section be either modified (if the information is indeed erroneous) or can more information be added to prevent the confusion about the max of labels? Many thanks in advance.

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  • Dane
    Zendesk Engineering

    Hi Shirin,

    The 50 labels limit is for individual articles. This user tip is under the section "Adding and removing labels on individual articles"

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  • Shima C.

    Hello Dane. Can you please elaborate on what you mean with individual articles? Thank you.

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  • Dane
    Zendesk Engineering
    It should be 50 labels for each articles you have. 
     
    If you have verified that it's indeed more than 50, please contact our support directly so that we can further check.
    0

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